NetSuite ERP vs Oracle Service (formerly Oracle Service Cloud)

• Custom records, fields and forms
• Workflow automation
• Mass updates and CSV imports making data management easy
• Suitescript offers powerful ways to customize
• Many modules available to a wide variety of business
• Several bundles available that integrate with other services or add functionality to NetSuite

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• Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
• Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
• Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
• Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.

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• NetSuite does have great customization capabilities, however, this can also make it difficult to track and maintain custom workflows and scripts as business needs change, especially with different subsidiaries having different process requirements. Essentially, the more you customize the system, the more you need to maintain documentation for reference.
• NetSuite has a fantastic reporting tool called a "Saved Search." For financial and other similar reports, you must use the NetSuite "Report" feature. This reporting feature is not as flexible as the Saved Search and I have found that certain reports cannot be customized as required using the "Report" feature.
• The Project Management module still has some work to go before it is flexible enough for companies to use NetSuite for their own customized processes. The module is fairly inflexible, and at a previous company we had around 10-15 enhancement requests alone relating to this module.

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• This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
• I found OPA challenging to use.

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• Stress levels WAY down since dumping our previous Billing system and installing SuiteBilling. The ease of navigating, viewing data in sensible places, reporting and having more data in one place has made many of my users use words like "amazing" and "what a relief." Don't underestimate worker stress and enjoyment of their tool.
• Fewer vendors and products to manage and to integrate. I oversee 10+ financially-related applications and their vendors. Dealing with the nuances of the contracts, the products and the people with whom I must deal (sales, support, product management) adds a lot of time and complexity. It also reduces the challenge of my SOX-related efforts.
• Auditors and those of us supporting SOX-related efforts LOVE NetSuite, especially compared to other systems. The controls and auditing available are indispensable, whether it's to keep us accountable to ourselves or to the auditors.

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• We have an internal chargeback for servers and we anticipate that the cloud will save us some money or be cost neutral for us.
• We plan to see a reduction in the need for data center staff and server provisioning as we move more environments to the cloud.
• We are now responsible for our own destiny with the ability to ramp up and down our servers based on need. We can also monitor our costs more closely with the metered service and turn off the environments when we are not using them.

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